Player Support Project Manager

TransPerfect Gaming; Ciudad de México; On-site; MXN 30,000 - 70,000; Full time

Benefits offered by this job

Career growth opportunities

Exciting projects with leading game developers

Positive team atmosphere

Job summary

Join a dynamic and award-winning gaming services company as a Player Support Project Manager. In this exciting role, you will lead a large, multilingual team, ensuring exceptional client satisfaction and team performance. You'll be responsible for managing client expectations, enhancing project efficiency, and implementing innovative solutions. This is a fantastic opportunity to work with leading game developers and foster a positive team atmosphere that encourages growth and success. If you have a passion for gaming and a strategic mindset, this role is perfect for you!

Qualifications

• 3+ years in project management with a focus on gaming or customer support.
• Strong understanding of GDPR and data privacy regulations.

Responsibilities

• Lead a multilingual team, ensuring high performance and client satisfaction.
• Design and deliver reports on quality, productivity, and player satisfaction.

Skills

Team Leadership

Analytical Skills

Client Relations

Problem-Solving

Communication Skills

Organizational Skills

Education

Bachelor's Degree

Tools

Zendesk

Google Workspace

Discord

Microsoft Teams

Slack

Job description

Are you passionate about games and project management? Do you have the strategic mind and leadership skills to ensure the success of a large 24/7 team covering over 10 languages?

As a Player Support Project Manager at TransPerfect Gaming, you will be key to maintaining our high standards and fostering a positive team atmosphere.

Your role will include striving to improve team performance and ensuring strong KPIs, with a focus on CSAT, QA, and productivity. You will also manage client expectations to exceed their needs.

RESPONSIBILITIES

• Reporting & Analytics: Design, maintain, and deliver regular Google Sheets based reports and agent journals covering quality, productivity, and player satisfaction.
• Client Relations: Serve as the main point of contact, ensuring client satisfaction through high-level communication and providing actionable insights.
• Team Leadership: Lead by example, training managers by demonstrating best practices. Oversee and coordinate all team members involved in your projects.
• Performance Management: Regularly review team performance through one-on-one feedback sessions. Utilise performance data to identify and nurture future leaders.
• Recruitment & Training: Select, interview, and onboard new team members at all levels. Set criteria for and supervise project tests and training programs.
• Process Improvement: Actively seek and implement methods to enhance project efficiency. Recommend new tools, processes, or policies to boost overall performance.
• Risk Management: Develop and implement solutions for potential challenges identified through project data. Advise on operational risks and capacity issues.
• Documentation: Ensure all project information is meticulously documented and clearly communicated to clients.
• Stakeholder Collaboration: Collaborate with internal and external stakeholders to align project goals and ensure successful outcomes.
• Technology Integration: Stay updated with the latest technologies and tools in the gaming industry to incorporate innovative solutions into the support process.
• Budget Management: Effectively manage project budgets to ensure cost-efficiency while maintaining high quality.
• Crisis Management: Promptly handle escalations and crisis situations to maintain client trust and project stability.
• Compliance & Security: Ensure all support processes comply with relevant legal, regulatory, and security requirements to protect client and player data.

THE IDEAL PROFILE

• A deep passion for mobile games with a solid understanding of how gaming communities work.
• Highly skilled in Zendesk, Google Workspace, Discord, Teams, and Slack.
• At least 3 years in a similar management role with proven experience managing teams of over 50 members.
• Comprehensive understanding of GDPR and data privacy regulations within team operations and client interactions.
• Demonstrated ability to achieve high CSAT levels through effective team management and client relations.
• Proactive approach to problem-solving and strong analytical abilities, with experience in designing, maintaining, and delivering detailed reports using Google Sheets.
• Exceptional leadership skills to inspire and manage a large team and excellent communication abilities for managing client relationships.
• Excellent organisational and multitasking abilities to handle multiple projects simultaneously in a dynamic, high-pressure environment.
• Experience managing a multilingual team operating 24/7, with the ability to adapt to changing environments efficiently.

WHY JOIN US?

• Be part of an award-winning, multilingual gaming services company.
• Work on exciting projects with some of the leading game developers in the industry.
• Opportunities for career growth and development in a fast-paced, innovative environment.
• Foster a positive team atmosphere that encourages growth and success.

In order to apply, please submit your CV in English.

By applying, I confirm I have read and accept TransPerfect's Privacy Policy: https://www.transperfect.com/about/data-privacy-recruiting

Seniority level

• Associate

Employment type

• Full-time

Job function

• Project Management and Customer Service

Industries

• Translation and Localization and Computer Games